A Guide to Merging Your Marketing and Customer Service

Marketing and customer service are not too far apart. They complement each other’s functions, so it’s important to secure a space for these distinct departments to work together.  

There are many ways that you can bridge the gap between your marketing and customer service and merge them both into one unified campaign. 

Collaboration and cooperation between both departments are needed for a successful business strategy. For this, we need to identify how such a dynamic plays into the core of your promotional efforts: 

 

Content is one way of bringing together your marketing and customer service teams.

Your marketing team may be pitching ideas for how your content will be advertised or shared throughout social media and the internet. Once relevant content is delivered, the customer service team can step in to make initial contact and acquire a thorough understanding of specific needs.

 

Customer service uses social media to get in contact with customers. Your marketing team, on the other hand, uses it to raise brand awareness. Both can go hand in hand when it comes to getting in touch with your business’s loyal fanbase, especially when it comes to encouraging repeat sales. 

While it may make sense to have only one or the other manage your social media as a whole, having both teams handle social media can be effective in splitting duties such as having your customer service handle the social management side of the campaign. Marketing will collaborate with customer service to handle advertisement placement and generate insights that keep prospects engaged.

 

Customer feedback is integral to both marketing and customer service. 

That being said, integrating marketing with customer service enables you to collect valuable audience insights that inform and influence your promotional activities in the future. Both positive and negative feedback collated by customer service can be used to produce actionable insights for improving your offers or changing your message to align with current audience expectations.

 

At the end of the day, your marketing and customer service should unify their goals and develop a cohesive partnership that produces profitable opportunities.

After all, both departments share the goal of reaching out to your business’s customer base and establishing a positive image for your brand. For this, you can give both teams an avenue on how to develop messaging for retaining customers and upselling services.

 

 

Customer service and marketing can go hand in hand in brand-building, audience nurturing, and tending to the concerns and inquiries of your customer base. But it’s sometimes not easy to manage both within your own company grounds.

Experienced customer service virtual assistants can handle client concerns while a team of digital marketing specialists can help draft out the right materials for engaging your audience.

OneVirtual Global Business Solutions provides both marketing and customer service virtual assistants. Schedule a consultation with us today.